Current Status: Active
PolicyStat ID: 2248485
Effective:
2/1/1982
Final Approved:
2/4/2016
Last Revised:
12/1/2015
Next Review:
2/3/2019
Owner:
Juanita Robinson: Mgr, Nursing
Policy Area:
Clinical Practice Standards
References:
Applicability:
Sutter Auburn Faith Hospital
Language / Communication Services for Patients
with a Communication Deficit, 100
Outcome Goal
To provide a mechanism for the non-English speaking or deaf patient and/or the patient with complete or
limited upper limb mobility to access appropriate interpreter services or communication devices that ensure
adequate two-way communication between the patient and individuals who have a role in providing the
patient's medical care during hospitalization or support network.
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Team Member Responsibilities
Any member of the Interdisciplinary team may initiate interpreter services or access communication devices.
The Shift Coordinator (SC) or designee must make a request for such service to the Administrative Supervisor
(AS) or Medical Social Worker (MSW). Hospital staff may give translation of informal non-medical information.
Supportive Data
In compliance with the Health and Safety Code Section 1259, Title VI of the Civil Right Act, and other
applicable state and federal codes, laws, rules, and regulations, SAFH will provide interpretive services in
order to facilitate equal and effective health care delivery. Telephonic interpretive services are available
immediately 24 hours a day, seven days a week.
On-site staff can be available for interpretation for non-medical information ONLY.
When a contracted interpreter is the preferred method of communication, an interpreter may assist the patient
and hospital staff in any situation in which effective communication is necessary:
1. Obtaining the patient's medical history.
2. Explaining diagnosis, treatment and prognosis of any illness.
3. Explaining the need for "Advance Directive" information.
4. Obtaining an informed consent for surgery or any invasive procedure (except when there is a medical
emergency or the patient is unable to give consent).
5. Communication during preparation for surgery and recovery after surgery
6. Explaining prescribed medication, how and when they are to be taken and possible side effects.
7. Obtaining permission for treatment decisions.
Language / Communication Services for Patients with a Communication Deficit, 100. Retrieved 06/14/2016. Official copy at http://shsafh.policystat.com/policy/2248485/. Copyright © 2016 Sutter Auburn Faith Hospital
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8. Explaining patient follow-up care upon discharge from the facility.
Policy
It is the policy of Sutter Auburn Faith Hospital to provide language assistance services to patients with
language or communication barriers, including both spoken and sign language.
Procedure:
A learning assessment is completed on patients during the admission process and a determination is made of
their need for and type of language assistance and documented. Any member of the Interdisciplinary team
may initiate interpreter services or access communication devices. The Shift Coordinator (SC) or designee
must make a request for such service to the Administrative Supervisor (AS) or Medical Social Worker (MSW).
Hospital staff may give translation of informal non-medical information.
A. Language services:
1. Determine the language and dialect in which the patient is most conversant.
a. For over-the-phone interpreter: upon admission, admitting nurse is responsible to call the
CyraCom as primary vendor to arrange for an interpreter by phone.
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1-520- 232-1804
Transperfect as secondary vendor to arrange interpreter by phone
1-408-403-4111
b. For onsite language interpreter: (Interlingva Interpreting and Translating Services):
Call (916) 273-6799. All requests are for a 2 hour minimum per request and a 24 hour
cancellation is needed. Note: Interlingva is best used for Southeast Asian and Asian
Languages.
c. Language line phones are located on all inpatient care departments, diagnostic imaging,
registration, laboratory, the ED, outpatient Wound Care Clinic and Infusion Therapy Center.
B. Deaf Patient
1. Tele Typewriter (TTY) Phone (Uniphone 1140): This phone allows for two-way communication for
the deaf person. It allows for incoming and outgoing calls at the patient's bedside. A visual display
allows for a written script of the conversation for the patient to review.
a. The patient should be placed close to the Nurses' Station, if possible.
b. The TTY phone should be hooked up at the patient's bedside.
i. Refer to set up instructions in booklet on Using Your Uniphone 1140.
ii. Refer to instructions for making and answering a TTY call in the booklet for Using Your
Uniphone 1140.
c. Each of the following departments have a TDY phone: Emergency, Surgical Unit, and MedicalTelemetry (shared with ICU).
Language / Communication Services for Patients with a Communication Deficit, 100. Retrieved 06/14/2016. Official copy at http://shsafh.policystat.com/policy/2248485/. Copyright © 2016 Sutter Auburn Faith Hospital
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d. A TTY phone is available from PBX operator if an additional phone is needed.
e. Nursing Unit Responsibilities: When the patient is discharged, return the phone to the
designated storage area within your department. Ensure that the booklet on Using Your
Uniphone 1140 is kept with the phone.
2. Onsite American Sign language Interpreting Services Agency
a. To arrange a time for a Certified Deaf Interpreter (CDI) to be at the patient side, call Eaton
Interpreters at 916-721-3636 or Sign language interpreting Services Agency, dba Wilder
Interpreters, at 916-483-4751, Monday through Friday between 0800-1700, to speak to a
receptionists/ scheduler who will answer your questions.
b. If calling after hours, week-ends, holidays or in an emergency:
i. Call Eaton at 916-721-3636 or Wilder at 916-483-4751 and the answering service will
dispatch an interpreter (evenings, weekends and holidays) immediately for the time
needed.
ii. The certified interpreter on call will obtain the patient information from the hospital contact,
i.e., contact phone number, location, patient name, and situation. The interpreter will be
dispatched to arrive within a 30 minute or less window (this could vary plus or minus
depending on the location of the interpreter and the facility).
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c. The interpreters will arrive at the site and ask for the contact person and deaf patient.
3. Closed Caption TV Services can be accessed by
a. All patient rooms have a TV with a closed "caption" button.
b. There is also an easy access closed "caption" button on the patient's call light pendent.
C. Other Communication Devices or Adjuncts
For the patient with limited or no upper limb motion, the "Pillow-Soft touch" nurse call device or the
"BLOW" nurse call device can be hooked up in that patient room. Contact Administrative Supervisor for
directions.
Documentation
Document in the interpreter flowsheet, the use of a service/device and the patient's response. Include the use
of an interpreter (identify if professional interpreter) and the content of the conversation in the patient's medical
record.
References
Health and Safety Code Section 1259.
Title VI of the Civil Right Act.
Using Your Uniphone 1140, by Ultratec Inc., 6th ed. 2002.
All revision dates:
Attachments:
12/1/2015

A: Language ID Chart Trifold
Language / Communication Services for Patients with a Communication Deficit, 100. Retrieved 06/14/2016. Official copy at http://shsafh.policystat.com/policy/2248485/. Copyright © 2016 Sutter Auburn Faith Hospital
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